Case Study · 2023
← Back to WorkInspection & Claims Flow
Creating a structured inspection and claims process that protects both hosts and guests — replacing a chaotic email-based system with a guided, photo-documented workflow.
Before
The email chain nightmare
Claims were submitted via email with loosely attached photos. No standard format, no required documentation, no timeline enforcement.
Support agents spent an average of 45 minutes per claim just organizing evidence. Disputes often came down to "he said, she said" because there was no documented vehicle condition at pickup.
Hosts were frustrated. Guests felt accused. Neither side had a clear, fair process.
After
Structured, documented, fair
Both host and guest complete guided photo inspections at pickup and return. The app walks them through required angles — exterior front, rear, sides, interior, odometer — with timestamps and GPS.
When a claim is filed, the system auto-generates a side-by-side comparison of pickup vs. return photos. Support agents see evidence immediately. Resolution time dropped from 12 days to 3.
Because both parties document condition, frivolous claims dropped dramatically. Hosts trust the process. Guests feel protected.
Guided photo capture
Instead of "upload photos of your RV," the inspection flow shows a silhouette overlay for each required angle. Users align their camera to the guide, ensuring consistent, comparable documentation. This solved the #1 problem with the old system: inconsistent or missing evidence.
Mutual accountability
Both host and guest must complete the inspection. If a guest skips the pickup inspection, they can't dispute pre-existing damage later. If a host skips the return inspection, they lose claim eligibility for that trip. This mutual requirement cut bad-faith claims by over 40%.
Resolution timeline
Claims have a strict 72-hour window and clear status progression visible to both parties. Transparency killed the anxiety of "what's happening with my claim?" and reduced follow-up support contacts by 60%.
Results
Less drama, more trust.
−18%
Reduction in total claims volume
$ 500K
Annual savings from reduced claims processing and payouts
3 days
Average resolution time, down from 12 days